End User Services Analyst

Key Duties :

• Research, troubleshoot, and diagnose hardware / software issues to identify, document, and resolve errors.
• Provide 2nd-level user support for incidents requiring local resolution, which cannot be resolved by the Service Desk.
• Respond to service desk tickets and outages via phone, email, or online incident management tools. Ensure tickets are completed, followed up, and escalated when necessary.
• Provide hands-on support for IT project implementations and perform miscellaneous job-related duties as assigned.
• Collaborate with the End User Services team to resolve technology issues for end users.
• Support hardware and software installation / configuration according to corporate policies and team design.
• Ensure customer satisfaction by efficiently managing work orders with clear communication, thorough documentation, and timely resolution.
• Support PC replacement programs and handle emergency exchanges.
• Maintain confidentiality on all conversations, documents, correspondence, and research records.
• Assist with asset management of end-user devices and monitor the stock level of spare equipment.

Additional Duties :

• Develop, optimize, repair, and return-to-user procedures for OS / hardware-related issues.
• Keep the IT manager informed about the status of local infrastructure.
• Support the Platform Services team with local backup operations in line with corporate policies.
• Perform additional responsibilities as assigned by a supervisor.
• Order and / or manage repair parts as needed.
• Assist with necessary network and phone service wiring.

Technical / Functional Skills :

• Experience with Windows Operating System Deployment.
• Proficiency with User State Migration Tool (USMT).
• Familiarity with Desktop-related Group Policy Objects (GPO).
• Experience with software distribution and patch management tools.
• Scripting experience with PowerShell and VBScript.
• Knowledge of desktop and application virtualization.
• Experience with ITSM systems like ServiceNow is a plus.

Requirements :

• Bachelor's Degree or equivalent experience.
• 2 years of experience with MS Windows desktop operating system deployment.
• 2 years of experience with LANDesk, SCCM, or other software distribution tools.
• 2 years of Mobile Device Management experience.
• Experience with Windows desktop operating systems (Windows 10 experience is an advantage).
• Experience with Apple Mac deployment and support.
• Solid knowledge of network infrastructure and security principles.
• Familiarity with GDPR compliance.
• ITIL v3 certification is desirable.
• Knowledge of ISO / IEC 9001 and 27001 standards is desirable.

Equal Employment Opportunity Statement :

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any kind.

All qualified applicants will receive consideration without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.